Experienced Customer Reliability Specialist – Technical Support and SRE Expertise for Behavioral Health Technology

Introduction to blithequark

In an era where mental health discussions are becoming increasingly prominent, blithequark is at the forefront of delivering cutting-edge behavioral care solutions. By harnessing the power of data, measurement, and personalization, we aim to empower clinicians with the tools they need to provide the best possible care. Our mission is built on the understanding that taking care of one's behavioral health is not only vital but also a fundamental aspect of being human. As we continue to grow and innovate, we're seeking a highly skilled Customer Reliability Specialist to join our team, bridging the gap between our R&D department and US operations with strong technical support and SRE capabilities.

About the Role

This unique position combines technical support expertise with infrastructure monitoring and optimization, ensuring our systems maintain peak performance while delivering exceptional customer support. As a Customer Reliability Specialist at blithequark, you will be the primary technical escalation point for complex customer issues, leveraging your technical support and SRE skills to resolve sophisticated challenges. Your role will directly impact healthcare providers' ability to deliver care effectively, making it a truly rewarding opportunity for those passionate about the intersection of technology and healthcare.

Who We're Looking For

You are a technical troubleshooter with a passion for diving deep into complex systems, maintaining a customer-first mindset, and understanding the direct impact your role has on healthcare delivery. With a natural talent for pattern recognition in system behaviors and logs, you possess the analytical mindset to transform insights into actionable solutions. Your methodical yet adaptable approach, honed in dynamic technical environments, will serve you well in this role. You believe that great technical support extends beyond immediate issue resolution, encompassing the understanding of root causes, the development of robust monitoring systems, and the creation of automation to prevent future problems.

Key Responsibilities

• Serve as the primary technical escalation point in the United States for complex customer issues (Tier 3/4 support)
• Design, implement, and maintain monitoring solutions for system metrics, logs, and alerts
• Interface directly with customers to resolve sophisticated technical challenges
• Develop and maintain automation scripts to streamline operations and support processes
• Analyze system performance metrics and recommend improvements
• Collaborate with the R&D team to troubleshoot complex technical issues
• Create and maintain technical documentation for internal and customer use
• Participate in on-call rotation to ensure 24/7 system reliability

Qualifications and Skills

To be successful in this role, you will need:

• 2+ years of experience in technical support, DevOps, or SRE roles
• Strong proficiency in shell scripting and at least one of: Python, Go, or Ruby
• Extensive experience with API implementations and troubleshooting; familiarity with testing tools like Postman, curl (Linux command), or directly through code
• Proven experience with monitoring tools and observability platforms such as Grafana and Prometheus; familiarity with logging and search platforms like OpenSearch
• Strong understanding of logging systems and log analysis
• Experience with alert management and incident response, including tools like PagerDuty or Opsgenie
• Database administration experience with SQL (e.g., MySQL, PostgreSQL) and NoSQL (e.g., MongoDB, Cassandra) databases
• Experience with cloud platforms (AWS/Azure/GCP)
• Strong Linux systems administration experience (RHEL/CentOS, Ubuntu/Debian) including shell scripting, user management, system updates, and networking
• Excellent problem-solving and analytical skills
• Strong written and verbal communication skills
• Ability to work independently and collaborate with international teams

Nice to Have

While not required, the following qualifications are considered advantageous:

• Engineering background or relevant technical degree
• Healthcare or behavioral health technology industry experience
• Experience working with distributed teams
• Knowledge of security and compliance requirements in healthcare

Career Growth and Benefits

At blithequark, we offer a unique opportunity to join a startup that is making a meaningful impact on the well-being and mental health of thousands. Our benefits include:

• A product that positively impacts people's lives every single day
• A team of amazing people with a shared vision and the drive to make it happen
• Wide and generous health benefits
• Significant equity
• 401(k) plans matched to 4%
• Opportunity to build, grow, and become highly instrumental in shaping how technology can increase the effectiveness of therapy
• Hybrid and remote work opportunities
• Mental health days off

The base pay range for this position is $85,000-$100,000 per year, depending on several factors including prior employment history, qualifications, and geographic location.

Conclusion

If you're a motivated and skilled technical professional looking to make a difference in the lives of others, we encourage you to apply for the Customer Reliability Specialist role at blithequark. This is a chance to join a dynamic team that is pushing the boundaries of behavioral health technology and to contribute your skills and experience to a mission that truly matters. Apply now and become part of a journey that is changing the face of mental health care.